24/7 support
Our Support
24/7 website and application support
We provide tech-enabled, 24/7 support for mission-critical, customer-facing applications. We cover the app layer and website, the underlying cloud infrastructure and any third-party integrations.
That means:
- Your revenue and reputation are protected 24/7, 365
- You free up your development teams to focus on delivering new features
- You adopt and deploy new technologies and features with confidence
Our track record
You don’t earn a moniker like the go-to support people without racking up a few wins. Over the years, we’ve delivered support for leading brands’ sales and marketing websites, global SaaS products and some of the best-known agencies in the business. Read more about:
- Our work supporting Fortune 500 law firm DLA Piper’s website and AWS infrastructure
- Our work supporting national fitness icon Joe Wicks’ The Body Coach SaaS platform
- Our work with Grey New York, supporting key client TUMS’ interactive Super Bowl campaign
If you want a deeper dive, check out the back catalogue here.
The 24/7 support recipe that makes this possible
We’re the go-to support people for a reason.
Follow-the-sun support
Our support teams are placed throughout EMEA, the US, Singapore and Australia, so whenever your issue crops up, we’ll have the right engineers on the ticket with every tool and trick at their fingertips.
Tech-enabled support
Our bespoke support platform Mission Control provides full transparency across your entire stack. From the AWS or Azure infrastructure up to the application layer and everything in between. Whether it’s a third-party API or a low-observability service like Kubernetes, we’ve got you covered.
One partner, buck-stopping support
We’ve made up a bed for the buck, and it’s welcome to stop here. That means no more finger-pointing when things go bump in the night. Whether it’s an internal issue, a problem with a supplier, or anything else, we own the point of failure wherever it occurs.
Knowing how to fix things
We go beyond a systems-are-green approach, getting to the root cause. Our support team check server resource management; check push/pull logs; scale; republish; break/fix and a lot more.
What we support – the full stack
We guarantee website and application uptime by filling your support gap. That could mean the full stack, only your AWS or Azure infrastructure 24/7 – or just your application out of hours.
CMS and DXP – Sitecore, Kentico and more
From application performance monitoring to incident resolution, we’ve got you covered. Our team is replete with application experts in Sitecore, Kentico, Drupal, Umbraco, AEM and more. Plus, we cover custom code. However you deliver value, we support it.
Cloud Services – AWS, Azure GCP and Alibaba
As a cloud-native MSP, we provide 24/7 support for your AWS, Azure, Google Cloud Platform or Alibaba environments. On top, we gain visibility on cloud-native services like Kubernetes where other teams struggle.
3rd-party integrations and services
In a world of distributed computing, great support is borderless. We cover component-driven architectures including any third-party services, APIs and supplied functionality. If it’s not your code or your cloud, we’ve still got it
Are you an agency looking to support a client?
We partner with leading agencies to cover client solutions 24/7 and out of hours. Take a look at some of the award-winning agencies we work with or see what perks are on offer in our partner programme.
How it works
Get in touch today for a free consultation!
Our process is simple. Get in touch with us to discuss your needs, agree on what we are supporting and when, then get set up fast.
There are a few options to choose from when it comes to our support services. If you are not quite sure where to start, there are 3 variables you can think about to help refine what you want to go for:
- Do you need your cloud and/or application supported and monitored 24/7 or just out of hours?
- Do you just need incident management or do you need to have emergency service requests covered as well?
- What SLA level do you need?
Once we agree on the service, we can get set up. Generally, we advise a couple of weeks for this, but if you have a more urgent request, talk to us and we will do our best to make it work.
There are 3 simple knowledge areas to discuss before we get started:
- Technology – anything from architecture diagrams, CMS overview, 3rd-party integrations, cloud and more. We need to know the ins and outs, so we can provide the best support.
- Monitoring and Access – we will need to devise the best uptime monitoring strategy to pick up incidents quickly, and you’ll need to provide us with access to your platforms so that we can jump in when things don’t go as planned.
- Communication – we will identify key people for communication and agree on a process that ensures the right people are notified when it matters. You’ll also be given a unique support number and email for reporting incidents.
Our SLAs
Our SLAs include:
- First-line support and communication
- Out-of-hours support
- Custom and add-ons – including custom code and DevOps support
The Just After Midnight difference
For most providers, 24/7 support is tacked on. At Just After Midnight, it’s who we are. And over the years, we’ve developed the team, tech and culture to do 24/7 support right.
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A team of cloud and application experts in 4 time zones who've been supporting global solutions since day one. -
Bespoke support platform Mission Control designed to connect every thread of your application into a single view.
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A one-and-done support partner who owns the incident wherever the point of failure occurs.
24/7 Support Services
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ONBOARDING
We provide a full onboarding process which allows us to get to know the architecture and application and provide immediate break/fix support.
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DEDICATED SUPPORT LINE NUMBER
Clients are offered a dedicated support number. The phone is answered swiftly, all transcripts are logged, and tickets are registered in our cloud-based customer service portal.
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24/7 cloud and infrastructure support services for AWS, Azure and more
Our cloud support service covers all major providers and cloud technologies. Whether you’re working with AWS Lambda, Azure Functions or Kubernetes, we’ve got you covered.
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24/7 application support services
We support teams building on well-known CMS and DXP platforms as well as entirely custom apps, responding to end-user requests, troubleshooting, and managing incidents to resolution 24/7, 365.
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24/7 DevOps and DaaS support services
We supply qualified DevOps engineers during crucial out-of-hours windows to oversee deployments, respond to end-user issues and provide monitoring 24/7.
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REGULAR STATUS REPORTING
We provide regular status reports, so you have up-to date information on outages and resolutions when you arrive in the office the next business day.
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Uptime and monitoring services
We proactively monitor your entire stack to ensure we're always ready to respond to and resolve incidents.
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RUNBOOK
Our runbooks are unique for each client, and are used to run a series of checks, communicate issues and follow the right action to resolve any issues.
"JAM's excellent first-line service means no more late-night calls."
Why We’re the Go-to Cloud and Application Support People
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24/7 support is who we are
Whether a brand or an agency, we know how you use your mission-critical apps to deliver. Our support services have been tried and tested at top tables - so whatever the issue, we’ve got you covered.
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The best support SLAs
We offer the best SLAs in the market because we're not just IT people. With a background in the agency world and a great track record supporting mission-critical apps, our SLAs are built for you.
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Seamlessly extending your team
Just After Midnight acts as an extension of your team, meaning less financial outlay, up-skilling, and recruitment. From joint Slack channels to a named team, JAM are truly on your side. We pride ourselves in providing gold-standard client servicing.
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Communication
We use our customised JAM runbooks to run a series of checks, communicate the issue in the manner agreed with you, begin the activation of the required resource and set up the emergency connections as specified.
Got a Question About Our Support Services?
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What is application support?
Application support means supporting everything in the application layer. App support engineers will be au fait with a wide array of languages, experience platforms (such as Kentico or Umbraco) as well other dev-y stuff.
When we provide app support, we make sure your app stays up, performs well and keeps delivering value to your customers.
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What is infrastructure support?
Same deal, but for your cloud. When we take care of your infrastructure, we monitor and triage for any hiccups, ensuring it runs smoothly, cheaply or however you like it.
We also build, review and optimise cloud infrastructure. So if you’re in the market for more than support, check out some of our other cloud services.
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What is full-stack support?
Full-stack support is just the two above services combined. Although, with applications growing increasingly distributed, full-stack often means supporting 3rd-party integrations, too. That’s why Mission Control (our bespoke full-stack solution) is indispensable.
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What is application performance monitoring?
This is really just the eyes-on element of the above services, but when people talk about application performance monitoring, they’re often talking about the metrics and KPIs you use to tell whether an application is running as it should be.
As part of our full-stack support, we monitor applications’ performance.
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What is the difference between cloud support and DevOps?
Cloud/infrastructure support has some crossover with both DevOps and CloudOps. Essentially, if you’re looking to fine-tune your deployments, performance or cloud processes, we’ll be able to help; what you call it is up to you!
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Contact Us
With partners across the USA, Europe and APAC, we provide a truly global service. So wherever you or your clients are based, contact us today to find out what we can do.